Hybrid Incident Manager: Network & Service Lead

Orro Pty Ltd; Manila; Hybrid; PHP 1,000,000 - 1,300,000; Full time

Benefits offered by this job

HMO with dependent cover

Extra vacation leave

Inclusive public holiday swaps

Extended maternity leave

Flexible work options

Job summary

Orro Philippines is seeking an experienced Incident Manager to join our Manila-based network support team on a hybrid model. You will own end-to-end incident management for severity 1 and 2 issues, acting as the single voice among customers, carriers, vendors and internal teams to ensure fast restoration and permanent fixes.

You will drive root-cause analysis, communicate during the incident lifecycle, and contribute to process improvements.

Qualifications

• 4+ years managing severity 1 and 2 incidents for multiple external client organisations under SLA, within an MSP environment
• ITIL 3 or 4 Foundation certification, or a relevant technical certification
• A working understanding of core networking concepts including TCP/IP, routing and switching, with exposure to BGP, EIGRP, MPLS or RADIUS
• Familiarity with enterprise network platforms such as Cisco, Fortinet or Meraki, plus voice and carrier services, in production environments
• Strong written and verbal English, able to lead incident communication with technical and non technical stakeholders

Responsibilities

• Own the incident management process from escalation to closure, prioritising incidents by urgency and customer impact
• Lead communication with customers, carriers, vendors and internal teams throughout the life of an incident
• Monitor ticket queues proactively so support teams meet customer SLAs, metrics and KPIs
• Drive root cause analysis and work with technical teams to remove repeat issues at the source
• Review and improve incident and escalation processes, tools and procedures in line with ITIL
• Report on incident management performance against SLAs and coach peers and support teams on good practice

Skills

Incident management

ITIL

Networking basics

Vendor and carrier liaison

English communication

Education

Bachelor's degree

Job description

Orro Philippines is seeking an experienced Incident Manager to join our Manila-based network support team on a hybrid model. You will own end-to-end incident management for severity 1 and 2 issues, acting as the single voice among customers, carriers, vendors and internal teams to ensure fast restoration and permanent fixes.

You will drive root-cause analysis, communicate during the incident lifecycle, and contribute to process improvements.